Frequently asked questions

If you are the plan owner you can change the start date of your plan by calling us on 0345 601 0072. Lines are open Monday to Thursday 8.30am to 6pm and Friday 8.30am to 5pm. You will need your plan number to hand, so you can be identified. 

The rules around changing your start date are that you can only: 

1. Make one start date change per lifetime of the plan 
2. Move the date forward or back by one month. 

You can find all your plan and benefit information on your dashboard. Simply click ‘Plan Details on the right hand side’.

If you require more information than what is in your Plan details, please call us on 0345 601 0072. Lines are open Monday to Thursday 8:30am to 6pm and Friday 8:30am to 5pm. You will need the plan number to hand, so you can be identified.

If you would like to make a change to your plan, including adding or removing a benefit or adding or removing a person on the plan, please call us on 
0345 601 0072. Lines are open Monday to Thursday 8:30am to 6pm and Friday 8:30am to 5pm. 

Please note, depending on the requested change you may be subject to further underwriting.

To make a claim on your life insurance plan, please call our dedicated team on 0345 602 3523 or email lifeclaims@vitality.co.uk. Lines are open Monday to Friday 9:00am to 5pm.

Before getting in touch with our claims team, please refer to the important information you will need to make a claim by visiting www.vitality.co.uk/support/claiming and clicking on the Life Insurance tab.

If you would like to request a printed copy of a notification or plan document, or for something to be re-sent, please call our servicing team on 0345 601 0072. Lines are open Monday to Thursday 8:30am to 6pm and Friday 8:30am to 5pm. 

You will need your plan number to hand to identify who you are. If you have permission to request the notification or document, we will arrange for this to be sent to you at the email address or postal address recorded on our system for the plan.

You can update your telephone number, email address and postal address by clicking here. 

If you require further help, please call us on 0345 601 0072. Lines are open Monday to Thursday 8:30am to 6pm and Friday 8:30am to 5pm. 

The address of the plan can only be updated by a plan owner. 

If you are changing the name of the company, you’ll need to send us a request in writing on the company letterhead to lifecustomerservices@vitality.co.uk or in written to FREEPOST VITALITYLIFE. 

You can update the bank details of the plan by clicking here. 

When updating your bank details, you will need to confirm the date of your preferred payment collection from the new bank account.

If you require further help, please call us on 0345 601 0072. Lines are open Monday to Thursday 8:30am to 6pm and Friday 8:30am to 5pm.  To update the bank details over the phone, you need to be a plan owner and be the account owner of the bank details or joint account. A Direct Debit Instruction mandate will be sent to be completed.

To make a complaint, please call our team on 0345 601 0072 or email lifecomplaints@vitality.co.uk. Lines are open Monday to Friday 9:00am to 5pm.

For more information on how we handle complaints, visit www.vitality.co.uk/legal/complaints.

If you would like an update on the status of your premium(s), or the amount collected on your preferred payment date, please contact our dedicated team on 0345 6010 072. Lines are open Monday to Thursday 8:30am to 6pm and Friday 8:30am to 5pm. 

You can also email us at vitalitylife_creditcontrol@vitality.co.uk.

Your cover depends on the benefits you selected on each of your VitalityLife plan(s).

Life Cover:

• We usually give you your level of cover and explain that it would payout in the event of a death or terminal illness, where you have less than 12 months to live.

Serious Illness Cover:

We offer three levels of Serious Illness Cover to choose from;

• Serious Illness Cover 1X – covers 114 conditions and pays out earlier for less severe illnesses. 
• Serious Illness Cover 2X – covers 143 conditions including 100% payouts for more conditions than typical critical illness plans**. 
• Serious Illness Cover 3X – covers 174 conditions, is more likely to pay out than any other critical illness plan and covers every condition in the market**.

 We also Include the following as standard on our Serious Illness Cover plans;

• Dementia and FrailCare Cover – protection for later life for conditions such as dementia and frailty.  
• Waiting List Benefit – we pay out for 24 conditions that require surgery once you’ve been included on an NHS waiting list for that procedure, meaning you receive your payout earlier.
• Cover for complications of pregnancy - if either you or your spouse experiences a complication during pregnancy, we'll pay you £5,000. 

 Child Serious Illness Cover is an optional benefit that can be added to any Life, Income Protection or Serious Illness Cover plan and provides invaluable cover if your child were to suffer a serious illness or accident.

* Defaqto Engage, 2023

** Defaqto verified statement, Aug 2022

The Serious Illness Cover information is about the latest version of VitalityLife Serious Illness Cover from February 2023. If you have a plan from before this date, you’ll need to refer to your plan documents for more information. If you’re interested in updating your Serious Illness Cover to the latest version available, contact us for more information on how to do so. Additional underwriting and costs may be incurred.

Income Protection:

If you get sick or injured, income protection insurance pays you part of your monthly income. It can pay out if you need to take time off work for an illness or if you’ve been injured.

The payout is tax-free and can help you protect your finances while you recover. The money can cover anything, like:

• bills
• mortgage
• rent
• childcare costs

 Because you won’t pay tax on your monthly payments, it can replace most of your salary, depending on what cover you have.

Yes, however in the event of a suicide we will not pay a claim for the following reasons:

• If one of the people covered dies as a result of a suicide within 12 months of:

1. Start date of the Life Cover
2. The date they were added to the plan
3. The date the plan was re-instated if it was suspended because of non-payment.

Our Serious Illness cover pays out a lump sum if a member is diagnosed with an illness or condition that we cover.

The lump sum is measured by the severity of the illness – this would be between 5% to 100% based on a scale from severity A to G.